Consumer Protection

How can we help you?

Do you have a question or comment for us? You can look through our topics to see if we’ve already covered your question, or contact us by phone or email anytime.

- Help topics -

Baggage Information

Our baggage section will help you pack smart. You’ll find details on what you can and cannot bring on board with you, on maximum size and weight allowances, as well as on specific restrictions and regulations.

We’ll also answer your questions about special and oversized items such as sports or hunting equipment and musical instruments.

Are you looking for a lost item?

Cancelling an Online Booking

Within 24 hours of purchase, any booking made on aircanada.com can be cancelled online and is fully refundable.

After 24 hours, you can cancel your booking online, provided:

you originally booked your flight on aircanada.com,

all of your flight segments are eligible for cancellation

You should always be aware, at time of purchase, if your ticket is refundable and under what conditions. Many tickets (e.g. many promotional or seat sale tickets) are non-refundable, while others may be subject to a refund penalty which limits their refundable value. In most cases, the words "non-refundable" or "non-ref" are clearly printed on the ticket and ticket receipt.

In the case of a refundable ticket, only the unused portion of the ticket is refundable.

Get step-by-step instructions on how to cancel your flight online, as well as useful information on how to request a refund (if applicable) or use an outstanding travel credit toward the purchase of a new ticket.

Changing your Flight

Any booking made on aircanada.com can be changed online up until 2 hours before departure. Simply select the "My Bookings" tab at aircanada.com to retrieve your booking.

If your booking is eligible for online changes, the change option will appear on the page.

Any applicable fare difference(s) or change fees are clearly itemized before you confirm your new flight details.

If a refund is due, it will be credited back to the original form of payment.

An email will be sent to an address you specify to confirm that your changes have been made.

Note: If you have a non-refundable ticket, please note that when changing to a lower fare, any difference in value is forfeited.

Comments / Issues / Suggestions

Would you like to comment on your Air Canada experience or inform us of other travel-related issues you encountered? Or maybe you’d like to make a suggestion. We appreciate your feedback; it helps us improve the services we offer.

In your correspondence with us, make sure you include as much information as possible, including any documentation you have. This will allow us to examine your comment or issue carefully and ensure it is directed to the right people at our airline. And we’ll get back to you as soon as possible.

Managing Email Preferences

When you get there, enter the email address at which you currently receive your Air Canada emails, then click on GO.

For your protection, an email is then sent to you asking you to confirm that you wish to modify your email preferences.

Follow the instructions on the email and you're ready to:

Subscribe to new email services,

Unsubscribe from any that you no longer want, or

Update your personal information.

Whatever changes you decide to make while on the Email Offers page, remember to always click on the bright red SAVE button when you're done. This will ensure that your changes have been recorded.

We also provide an UNSUBSCRIBE link at the bottom of all of our emails. You can use that link to unsubscribe at any time.

Medical / Mobility Issues

Some medical conditions require advance notice and medical approval for travel. We’ve detailed everything you need to know in our Medical / Mobility section. And if you have additional questions, or need to advise us of your medical condition, you can contact the Air Canada Medical Assistance Desk:

Phone:

1-800-667-4732 (Toll-free between Canada and the United States)
1-514-369-7039 (long distance charges apply)

Ticket Receipts / Billing Enquiries

Future Travel

If you booked at aircanada.com, access your booking online to get a copy of your ticket or receipt. If you booked through an agency, contact your travel agent. For all other bookings, contact Air Canada Reservations.

Past Travel

Write to us to get a copy of a ticket or receipt or for an explanation of a credit card charge.